The memo is this: JetBlue (NASDAQ:JBLU) is the customer-friendly airline. They've spent millions of dollars building that credibility. Most, including myself, have a positive image of JetBlue as an airline.
Who didn't get the memo? Many of JetBlue's employees, apparently. Due to the recent ice storms around the Eastern U.S., many flights were grounded - some packed full of passengers. Instead of doing the sensible thing, which would be to de-plane the flight, the airline forced the passengers to wait. And wait. And...wait. Many were forced to stay on their plane for up to 10 hours with no power, smelly toilet, and conditions that one passenger describes as "hell".
Now, JetBlue is busy doing damage control. News of the incidents are sweeping radio, TV and Internet news outlets. Years of credibility and image are taking a serious hit. I would bet that most of the passengers that were "trapped" on a JetBlue airplane wouldn't fly the airline again. Despite all this, some bloggers and industry analysts are saying that critics of this recent delay should "chill out".
Here's the lesson for sales professionals: Your sales efforts have to be echoed and supported company-wide. If you're a pro, but your company doesn't back you up with great service and an even better product, you're going to face situations like this. If your company has it all together, but you're shoddy in your work, you'll suffer (and probably be unemployed soon).
» JetBlue Customer Service Issues from CustomersAreAlways
American Airlines isn’t the only company without common sense with a lack of customer service. Because of bad weather, JetBlue airlines had seven planes stuck on the ground. People were stuck on the plane for more than 10 hours and... [Read More]
Tracked on: February 21, 2007 4:31 PM | Permalink to Trackback